Principal Service Designer
About this role
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📋 Description
- Define and lead service design strategy across enterprise initiatives
- Connect member needs to operational capabilities
- Create service blueprints, journey maps, and ecosystem models spanning frontstage and backstage experiences
- Facilitate alignment across teams and business partners
- Lead complex, cross-functional design initiatives across insurance, digital, operations, clinical, and support teams
- Mentor designers and evolve service design methods
- Contribute to [REDACTED]’s design culture
- Define success metrics and lead post-launch evaluations
- Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints
- Use narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders
🎯 Requirements
- 10+ years of experience in service design or systems-oriented experience design
- Deep fluency in service design methods, including blueprinting, journey mapping, prototyping, facilitation, and storytelling
- Experience designing services spanning digital tools and offline delivery, including human interactions and physical spaces
- Proven ability to lead through ambiguity and drive clarity in complex systems
- Strong collaboration and stakeholder engagement skills across business functions
- Experience with Agile product teams and cross-functional delivery
- Bachelor’s or advanced degree in Design, HCD, or a related field
- Portfolio demonstrating strategic service design leadership and measurable impact
🏖️ Benefits
- Bonus incentive plan based on company and/or individual performance
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Internet expense payment for employees working from home in California, Illinois, Montana, or South Dakota
- Telephone equipment appropriate to business requirements
- Remote work arrangement
- Home or Hybrid Home/Office work support
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